Face-to-face GP appointments in England have been reduced and patient safety put at risk following mandatory online booking changes, doctors have warned.
Since October 1 last year, all GP practices in England must accept queries and booking requests from an online form from 8.30am to 6pm, Monday to Friday.
A new poll of 330 GPs and 242 practice managers by GP magazines Pulse and Management In Practice found that a third (32 per cent) have been forced to reduce face-to-face appointments as a result.
Meanwhile, a quarter (25 per cent) of respondents said they think the new requirements have put patient safety at risk.
According to NHS England's own data, the proportion of GP appointments in England carried out face-to-face is on a steady downwards trend, while appointments by phone or online have risen steadily.
In June, 60.2 per cent of patients were seen face-to-face, compared to 62.9 per cent in June 2025 and 64.9 per cent in June 2024.
Patient groups and MPs have warned that swapping face-to-face appointments for phone consultations could put people at serious risk of harm, as symptoms for diseases such as cancer could be missed.
Doctor union dispute and workload concerns
The British Medical Association, the doctors' union, is in formal dispute with the Government over the changes, which it also believes put patients at risk.
Wes Streeting (pictured) imposed the change while he was Secretary of State for Health and Social Care.
The BMA has expressed concerns about increased workload and patients with life-threatening conditions detailing their conditions online rather than dialling 999.
The BMA said the web forms have increased "consumer-like behaviour" towards GP practice services and likened the process to "booking a trip to the cinema or a hairdresser appointment".
It said GP practices can manage the increased services "provided they are appropriately resourced with the workforce and investment needed to deliver them".
Warnings on patient safety and GP burnout
Dr Manu Agrawal, deputy chair of the BMA's GP Committee (GPC), said the survey results back the union's view that the current online request system is unsafe.
"Our view is backed by the results of this survey: the current online request system is unsafe, and a system that reduces face-to-face appointments in favour of spending more time on bureaucracy is neither efficient for practice nor ideal for patients," Dr Agrawal said.
"Every single request needs to be checked by a GP to ensure potentially urgent cases are swiftly identified and acted upon," Dr Agrawal added.
He noted that GPC England has said all along that this would reduce GP appointments because of the increase in consumer-like behaviour towards practice services.
"If the Government wishes to continue down this route of NHS convenience, akin to booking a trip to the cinema or a hairdresser appointment, it must provide the appropriate resources to support it," Dr Agrawal said.
"If it has not happened already, it is only a matter of time before patient safety is compromised and diminishing continuity of care, as a result of fewer face-to-face GP appointments being available, leads to patient harm, increased crisis care costs and GP burnout."
He warned that recent gains in patient satisfaction, which are the result of the tireless work of GPs and their practice teams, will quickly be lost if the system does not return to a safe and sustainable footing soon.
Government and NHS England responses
A Department of Health and Social Care spokesperson said GPs are required to provide face-to-face appointments alongside remote consultations.
"We have recruited 2,000 extra GPs since July 2024, invested £1.7 billion over the course of two years, and placed GPs at the heart of our 10 Year Health Plan," the spokesperson said.
The spokesperson added that, thanks to these changes and the hard work of GPs, 77 per cent of patients are now reporting a "good" overall experience due to the rollout of online services and the use of the NHS App.
An NHS England spokesperson said GPs delivered a million more face-to-face appointments this June than the same month last year, adding that this hard work is having an impact on patient satisfaction.
"The NHS recognises the pressures facing general practice but keeping online systems open throughout the day is crucial to making it easier for patients to contact their practice and supports equitable access whether online, phone or walk-in," the spokesperson said.
